Travel and cultural exploration
DONNISA BELL
Customer Support Specialist
Falmouth
Summary
Receptionist / Lobby Host managing high-volume guest arrivals, departures, reservations, billing, and payments in luxury resort settings. Coordinates OPERA PMS, PBX telephone systems, and interdepartmental communication to keep front desk service accurate and seamless. Delivers polished guest service while maintaining hospitality standards at the front of house.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Receptionist / Lobby Host
GRAND PALLADIUM JAMAICA RESORT & SPA
11.2024 - Current
- Managed high-volume guest arrivals, departures, reservations, billing, and payments using OPERA PMS.
- Operated the PBX telephone system, coordinated with hotel departments, and delivered exceptional service while maintaining luxury hospitality standards.
Front Desk Agent
HILTON ROSE HALL RESORT & SPA
11.2023 - 11.2024
- Provided outstanding guest services while managing front desk operations, including guest registrations, departures, reservations, billing, and payments. Resolved guest inquiries, coordinated with hotel departments, and delivered exceptional service while upholding Hilton’s hospitality standards.
Airport Representative
MOON PALACE JAMAICA
03.2023 - 11.2023
- Coordinated airport arrivals and transportation for international guests, provided resort information, assisted with travel logistics, and delivered professional customer service to ensure a smooth and welcoming arrival experience.
Reservation Agent / Customer Service Representative
Conversion International BPO
08.2020 - 03.2023
- Assisted customers with reservations, account inquiries, and service-related questions.
- Managed high-volume customer interactions while maintaining accuracy and professionalism.
- Documented customer information and interactions using company systems.
- Provided solutions while maintaining excellent customer satisfaction.
Front Desk Agent
JEWEL RUNAWAY BAY BEACH RESORT
11.2016 - 06.2020
- Managed guest arrivals, departures, reservations, billing, and payment transactions while delivering exceptional customer service. Resolved guest concerns, maintained accurate records, and collaborated with hotel departments to enhance guest satisfaction.
Education
Customer Service Certification -
HEART/NSTA Trust
Luce Hanover 05.2001 -
Guest Services Certification -
HEART/NSTA Trust
Lucea, Hanover 05.2001 -
High School Diploma -
Spanish Town High School
St Catherine 01-2017
High School Diploma -
Edwin Allen High School
Clarendon 05.2001 -
Skills
- Customer Service
- Front Desk Operations
- Reservation Management
- Guest relations
- Guest complaint resolution
- Cash Handling
- Microsoft Office
- Hotel coordination
- Shift handover
- Guest records management
- Night audit procedures
- Room assignment management
- VIP guest services
- Concierge service
- Service recovery protocols
- Group reservations
- Complaint documentation
Accomplishments
- Delivered exceptional guest service while maintaining high satisfaction.
- Managed reservations and guest inquiries accurately.
- Handled cash and payment transactions securely and successfully
- Worked effectively in a fast-paced hospitality environment.
Interests
Embracing new experiences and challenges
Personal growth and continuous learning
Creating meaningful connections with people from diverse background
Timeline
Receptionist / Lobby Host
GRAND PALLADIUM JAMAICA RESORT & SPA
11.2024 - Current
Front Desk Agent
HILTON ROSE HALL RESORT & SPA
11.2023 - 11.2024
Airport Representative
MOON PALACE JAMAICA
03.2023 - 11.2023
Reservation Agent / Customer Service Representative
Conversion International BPO
08.2020 - 03.2023
Front Desk Agent
JEWEL RUNAWAY BAY BEACH RESORT
11.2016 - 06.2020
Customer Service Certification -
HEART/NSTA Trust
05.2001 -
Guest Services Certification -
HEART/NSTA Trust
05.2001 -
High School Diploma -
Edwin Allen High School
05.2001 -
High School Diploma -
Spanish Town High School